Which one of the following is not a special attribute that characterizes services?

• A) Inseparable
• B) Heterogeneous
• C) None of the given option
• D) Perishable

______________ describes customer experience as management or customers believe it ought to be.

• A) Positive customer experience
• B) Affective customer experience
• C) None of the given option
• D) Normative customer experience

_______________ ensures that companies learn continuously from their marketing activities, achieving higher levels of marketing effectiveness.

• A) Closed-loop marketing
• B) Marketing automation
• C) Campaign management
• D) Trigger marketing

______________ ensures that companies learn continuously from their marketing activities, achieving higher levels of marketing effectiveness.

• A) Closed-loop marketing
• B) Marketing automation
• C) Campaign management
• D) Trigger marketing

________________ enables companies to run dozens, even thousands of campaigns and events through multiple channels simultaneously without a commensurate increase in the cost and complexity of running the business.

• A) Marketing automation
• B) Trigger marketing
• C) Closed-loop marketing
• D) Campaign management

_____________ is a searchable electronic product catalogue, that generally contains product names, stock numbers, images and specifications.

• A) Order management
• B) Product encyclopedia
• C) Territory management
• D) Lead management

______________ software also lets you explore any number of ‘what-if’ scenarios, changing constraints and objectives, and compare the results, before committing any marketing resources.

• A) Campaign management
• B) Event-based marketing
• C) Marketing optimization
• D) Trigger marketing

______________ is a value-based judgement of what the experience should be like for a customer.

• A) None of the given option
• B) Positive customer experience
• C) Affective customer experience
• D) Normative customer experience

‘Photos uploaded’ is the best example of which one of the following customer engagement measure?

• A) Influence
• B) Intimacy
• C) Involvement
• D) Interaction

__________ can deliver inaccurate readings of human website visitors because of caching and visits by web spiders from search engines.

• A) Search engine optimization
• B) Logfile analysis
• C) Page-tagging
• D) Web analytics

_______________ provides better data and analysis on which to judge the commercial return from marketing activities, improved transparency and faster (almost real-time) information for management.

• A) Closed-loop marketing
• B) Trigger marketing
• C) Campaign management
• D) Marketing automation

_______________ consists of both cognitive impressions and affective impressions.

• A) Customer exposure
• B) None of the given option
• C) Experience economy
• D) Customer experience

____________ store data in two-dimensional tables comprised of rows and columns, like a spreadsheet.

• A) Hierarchical database
• B) Relational database
• C) Structured database
• D) Network database

___________ take the form of textual or non-textual files.

• A) Structured data
• B) Raw data
• C) Alphanumeric codes
• D) Unstructured data

____________ software is often integrated with a service knowledge base that enables technicians to diagnose and fix problems quickly, document management, billing systems, and a reporting engine.

• A) Case assignment
• B) Agent management
• C) Activity management
• D) Case management

___________ tell you that an observed case has more or less of some characteristics than another observed case.

• A) Interval data
• B) Nominal data
• C) Ratio data
• D) Ordinal data

___________ applications usually integrate with Outlook and other calendaring and communications applications.

• A) Activity management
• B) Service level management
• C) Customer communications management
• D) Case management

_____________ enables service staff to review their workload, to-do list, and priorities as directed by their manager or scheduler and to report back on progress, results and issue resolution.

• A) Case management
• B) Activity management
• C) Service level management
• D) Customer communications management

_____________ covers the full cycle of activities involved from receiving initial notification of a matter of concern to a customer to its final resolution and the case file being closed.

• A) Agent management
• B) Case management
• C) Activity management
• D) Case assignment

______________ applications help users compose, personalize, format, and deliver content acquired from various sources in the form of targeted electronic and physical communications.

• A) Outbound communications management
• B) Customer communications management
• C) Inbound communications management
• D) Case management